Hammond-Wetmore Drilling LLC

Hello [redacted] and Revdex.com of North Florida,Upon receiving this complaint, we reviewed the account and see that the consumer placed the order on Sunday, December 18, 2016 for 4 items that were advertised as part of our holiday “Guaranteed to Get There” promotion. The consumer contacted us on...

12/21 indicating that [redacted] Tracking portal expected delivery on 12/28 instead of 12/23 as we advertised for the promotion. The consumer was clearly upset and we attempted to process a replacement for the package in order to get it to her in time for the holidays. Unfortunately, most of the items were out of stock, and only one of them was able to be reshipped. We are truly sorry for the anxiety and frustration this caused to the consumer this holiday season. We received this complaint several days after it was filed, but on review we do see that the original package was ultimately delivered on 12/24. We are so happy to see this! We have issued a full refund for the remaining balance on the order as we still failed to deliver by the 12/23 advertised date. We welcome the consumer to keep the duplicate item that was shipped as our gift for the inconvenience. We left a voicemail for the consumer to discuss further if needed. We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].Sincerely,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the information provided and understand how frustrating this situation can be.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. Unfortunately, there...

was not information provided to locate the original order so an email was sent on June 2, 2017 asking for more information. A follow up email was sent today as no response was received. The consumer has direct contact information and we will continue to assist in locating the original purchase to provide the funds.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Revdex.com: 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I want to add that I appreciate the assistance of all the reps I spoke too. I wish that they could have given me more detailed information. I also appreciate the assistance of [redacted]. While the information she gave me was not exactly what I wanted to hear she did her absolute best to help me understand the situation and she made me as satisfied as I could be given the circumstances. Thank you for all of your assistance. 
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the order was not received when needed. The consumer reached out to [redacted] and were unable to receive a timely resolution.   We are sincerely sorry for the inconvenience...

this has caused and for the delay in resolution. The items purchased were also provided with a “Special Shipping Date” of November 1, 2016. The shipping method selected of two business days is applied to an order once it has been shipped, therefore, the order has been delivered within the correct timeframe. The shipping costs has been refunded per the consumer’s request. The consumer has been contacted via phone and an email has been sent.     We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have received a full refund. Thank you for your assistance with this. In the future, [redacted] needs to improve on it's response to a consumer issue. From reading the various complaints, mine is not unique. I truly feel had I not escalated this via [redacted] and the Revdex.com, I would still be calling getting canned answers and no refund. They really need to improve how they conduct business in the online world if they want consumers to be confident in their brand.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint,
we reviewed the account and see that the customer received a 25% discount on
his order and he wants 30%.
We are sincerely sorry for the
inconvenience this has caused and for the delay in resolution. We have issued
an...

additional refund for an additional 5%, as a one-time courtesy, in the
amount of $40.00, that will post back to the original form of payment within 10
business days. For future reference, promotions can only be used for the time
specified. New promotions cannot be used on previously placed orders.
We greatly appreciate the feedback and will escalate the
information to the appropriate department for further review, as we are always
looking for ways to improve the online shopping experience for our customers.
We feel that the issue has been fully resolved at this time.
If we can be of any further assistance, please don’t
hesitate to contact me directly at [redacted].
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I would like a higher refund amount (full would be ideal) - you can send this to your insurance claims in terms of your losses. You decided to package it in a light bag that can be easily opened and damaged during shipping and that was not a good decision.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and show
the consumer first placed her order on December 4, 2015. On January 14, 2016
the consumer then reached out to our customer service department to advise that
one of the items she had...

purchased was already falling apart. As we only offer
30 days to claim a damaged product, the consumer’s request for a refund or
replacement was denied.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. At this time we have processed a replacement as
a one-time courtesy and waived all fees for the consumer to send the damaged
item back at no cost to herself. In addition, we have also issued a $15.00 [redacted] credit that can be used at any time towards a future purchase with us. We
provided this resolution to the consumer via phone.
We greatly appreciate the feedback and will escalate the
information to the appropriate department for further review, as we are always
looking for ways to improve the online shopping experience for our customers.
We feel that the issue has been fully resolved at this time.
If we can be of any further assistance, please don’t
hesitate to contact me directly at [redacted].
Sincerely,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found the item was not cancelled as the consumer had requested. The consumer reached out to [redacted] and were unable to receive a timely resolution.   We are sincerely sorry for the...

inconvenience this has caused and for the delay in resolution. We have processed a full refund of the item that was requested to be cancelled, please allow 2-10 business days for the credit to reflect. If the item has not yet been returned, it is not required to be and the order has been noted with this information. The consumer has been contacted via email and a credit has also been provided towards a future purchase.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,  Upon receiving this complaint, we reviewed the information and found that our consumer was unsatisfied with the outcome for the item that was returned, we show that the refund was denied due to return policy violation. The consumer did reach...

out to [redacted] to receive a timely resolution, unfortunately, we didn’t respond in time to correct the situation.   We sincerely apologize for the inconvenience this has caused and for the delay in the resolution. We would like to advise that a refund has been issued back to the method of payment. We would like to advise that a credit in the amount of $15.00 was added to the consumer's account as a courtesy for the inconvenience.  We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time. If we can be of any further assistance, please don’t hesitate to contact me directly at ([redacted].   Sincerely,   [redacted]      [redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that consumer placed an order with us on May 19, 2017. The consumer then contacted us on May 25, 2017 stating that three items were missing from his order and the items were needed by...

Monday, May 29, 2017. A replacement was processed on Friday, May 26, 2017 with standard delivery. Upon review of the order, there was not enough time for the replacement to be delivered by Monday, May 29, 2017 and per the consumer’s request, a refund should have been issued.   We do see that the consumer refused the package on June 03, 2017. We have contacted the consumer via email to inform a refund was processed, but not approved. As of June 13, 2017, the refund has been approved and we have refunded the remaining amount of the purchase for this inconvenience. We ask that the consumer allow 2-7 business days for the credit to reflect. The consumer has also been contacted by phone with a voice message left.    We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time. If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the details regarding the issue in unsubscribing from emails. The consumer reached out to [redacted] and was unable to receive a timely resolution.   We are sincerely sorry for the inconvenience...

this has caused and for the delay in resolution. We have confirmed that the email address has been manually removed from our system as of January 22, 2018. After an additional 24 hours, the consumer should no longer receive emails unless an order is placed. We have contacted the consumer by phone and left a message with the information above.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

From: [redacted], [redacted].[redacted]@[redacted]>Date: Thu, Sep 10, 2015 at 2:57 PMSubject: This matter has been resolved.To: "[redacted]>Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Approximately an hour after my horrible experience a very nice [redacted] called me named [redacted].  [redacted] was more than happy to advise me that he would be giving me a full refund and that the matter was not handled as it should have been.  I then received a call from a female company representative and she advised that she would be listening to the recording and corresponding with the individual and agreed that I had been treated poorly and she apologized.  The matter is settled but I appreciate the work that you do very much.  You are our voice. Thank you for your time and attention.Thank You, [redacted] l [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the consumer returned an item from an order placed on December 9, 2017. However, once the return was received on January 11, 2018, our fulfillment center sent a gift...

certificate with the return value on it. The consumer reached out to [redacted] and was unable to receive a timely resolution.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have contacted the consumer by email advising the refund has been issued back to the original form of payment used at checkout. The refund was processed in the amount of $51.98 on January 24, 2018, and we ask that the consumer allows 2-7 business days for the refund to post.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted]   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and
see that the customer has been having issues with a certain item not being in
stock when she wants it.
We are sincerely sorry for the inconvenience this has caused
and for the delay in...

resolution. Since the customer has no phone, we emailed
her with detailed information on her order. We refunded the credit we gave, in
the amount of $30.00, back to her credit card, and removed the credit from the
customers’ account on our website. The customer placed a new order today,
January 22, 2016, and we upgraded the shipping for free and we refunded another
$30.00 from the new order.
We greatly appreciate the feedback and will escalate the
information to the appropriate department for further review, as we are always
looking for ways to improve the online shopping experience for our customers.
We feel that the issue has been fully resolved at this time.
If we can be of any further assistance, please don’t
hesitate to contact me directly at [redacted].
Sincerely,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the information and found that our consumer item arrived incorrect two times. Our consumer also advised the merchandise didn’t arrive in time for the event they needed the item for. The consumer did reach...

out to [redacted] to receive a timely resolution. We sincerely apologize for the inconvenience this has caused and for the delay in the resolution. We would like to advise that a credit in the amount of $60.00 was added to our consumer web page account. Our consumer was issued a full refund in the amount of $119.99. We were unable to ship a replacement, due to the item is discontinued. We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at ([redacted].   Sincerely,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,Upon receiving this complaint, we reviewed the account and found that the order had not been shipped as of yet due to a delay. The consumer reached out to [redacted] and were unable to receive a timely resolution. We are sincerely sorry for the...

inconvenience this has caused and for the delay in resolution. The order has been escalated for quick and expedited shipping. A voicemail has been left via phone and an email has been sent to the consumer. A confirmation email with tracking will be sent to the consumer once the order has been shipped. We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].Sincerely,[redacted]

Hello [redacted] and Revdex.com of [redacted],   Upon receiving this complaint, we reviewed the account and found that system issues were preventing the customer from being able to view and use the store credit we provided.   We are sincerely sorry for the inconvenience this has caused...

and for the delay in resolution. We were finally able to correct the error that was preventing the customer from viewing the correct amount of store credit that we provided her. The customer is now able to access her store credit, in the amount of $90.00. We have sent the customer a detailed email letting her know she can now access her funds.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This business went above and beyond to resolve the complaint. I appreciate them taking my complaint serious, and they have great customer service.
Regards,
[redacted]